EU Right of Withdrawal

This page explains how customers in the European Union can exercise their statutory right of withdrawal for eligible online purchases.

This right is separate from our general returns policy. It allows EU consumers to tell us that they wish to cancel their contract within the applicable withdrawal period. If you use this page to withdraw from your contract, you must still return the goods to us before we issue your refund, unless you provide evidence that you have already sent the goods back.

If you are a consumer based in the European Union and you bought goods from us online, you may have the right to withdraw from your contract within 14 days without giving a reason.

For goods, the withdrawal period usually ends 14 days after the day on which you, or someone nominated by you, receives the goods.

To exercise your right of withdrawal, you must tell us clearly that you wish to withdraw from your contract. You can do this by using the form at the bottom of this page.

Once you have submitted your withdrawal request, we will send you an acknowledgement by email.

You must then return the goods to us without undue delay and no later than 14 days from the day on which you told us that you wish to withdraw from the contract.

Please return the goods to:

Young Soles Returns
The Old Joinery
Maldon Road
Colchester CO2 0LT
United Kingdom

We recommend using a tracked postal service and keeping your proof of postage.

We will refund the payments we received from you for the goods, including the cost of standard delivery where this is required by law.

We may withhold reimbursement until we have received the goods back from you, or until you have supplied evidence that you have sent the goods back, whichever is earliest.

Refunds will be made using the same payment method you used for the original purchase, unless you have expressly agreed otherwise. You will not be charged a fee by us for the refund.

Unless we have agreed otherwise, you are responsible for the cost of returning the goods to us.

If the goods are faulty, damaged, or not as described, your legal rights are not affected.

You may inspect the goods in a way that is reasonably necessary to establish their nature, characteristics, and fit.

You are responsible for any reduction in value caused by handling the goods beyond what is necessary to inspect them. For example, trying shoes on indoors is different from wearing them outside.

Goods should be returned in their original condition, with original packaging.

The right of withdrawal may not apply to all goods. For example, it may not apply to goods that have been made to your specifications, personalised goods, or sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where applicable.

To withdraw from your contract, please email us with the information below.

Required information:

• Full name
• Email address
• Order number
• Billing address
• Product or products you wish to withdraw from
• Date you received the goods
• Confirmation that you wish to withdraw from the contract

Suggested confirmation wording:

“I confirm that I wish to withdraw from my contract for the goods listed above. I understand that I must return the goods to Young Soles and that reimbursement may be withheld until Young Soles has received the goods back or until I have supplied evidence that I have sent them back, whichever is earliest.”

Once received we will confirm withdrawal.